Here you follow the service teams in real time and see how many agents are online, on break, with exit notified, as well as detailed metrics about agents' individual and collective performance.
Access: Service / Digital Service / Queue Control, as shown in the Figure 1:
Figure 1: Path to Queue Control.
Screen Overview
Figure 2: Main Screen - Queue Control.
The main screen is divided into two main tabs:
Agents: View of agents' status and individual performance
Services: Detailed listing of services in real time
Figure 3: Indicators Panel and General Information.
On the right side of the screen, there is a panel with important indicators divided into two sections:
Number of completed services divided by the number of services.
Number of services rated as good or excellent divided by the number of services that answered the final survey.
Number of services that answered the final survey divided by the number of completed services.
Number of services started and completed by a single agent, without transfer, divided by the number of completed services.
Number of abandonments before service completion divided by the number of completed services.
Total waiting time per service divided by the number of completed calls.
Total time spent on completed services divided by the number of answered calls.
Overall average waiting time in the queue.
Average waiting time in the queue before customer abandonment.
Average time of the agent's first response to the customer.
Average time between the agent's responses to the customer.
Average time between the customer's responses to the agent.
Number of services started.
Number of services in the queue.
Number of transferred services.
Number of agents on break.
Number of agents who notified exit.
Understanding the Indicators
TCA (Service Completion Rate)
Number of completed services divided by the number of services.
The higher, the better.
TSAv (Rated Satisfaction Rate)
Number of services rated as good or excellent divided by the number of services that answered the final survey.
Indicates the satisfaction perceived by the customer.
TAv (Evaluation Rate)
Number of services that answered the final survey divided by the number of completed services.
Shows customer engagement in the evaluation.
Number of services started and completed by a single agent, without transfer, divided by the number of completed services.
Indicates autonomy and efficiency on the first contact.
TA (Abandonment Rate)
Number of abandonments before service completion divided by the number of completed services.
The lower, the better.
TME (Average Waiting Time)
Total waiting time per service divided by the number of completed calls.
Directly impacts the customer's perception.
TMA (Average Service Time)
Total time spent on completed services divided by the number of answered calls.
Reflects the average duration of the service.
TMEE (Average Time Between Entries)
Overall average waiting time in the queue.
Indicates the flow and pace of customer arrivals.
TMAb (Average Abandonment Time)
Average waiting time in the queue before customer abandonment.
Shows how long, on average, customers tolerate waiting.
TMPRAC (Average Time of the Agent's First Response to the Customer)
Average time the agent takes to send the first response to the customer.
Affects the initial experience of the service.
TMRAC (Average Time Between Agent Responses)
Average time between the agent's responses to the customer.
Indicates the agent's agility during the conversation.
TMRCA (Average Time Between Customer Responses)
Average time between the customer's responses to the agent.
Shows the customer's interaction pace during the service.
Figure 4: Agents Tab.
The Agents tab displays a list of all agents and their individual information.
Operation Status
At the top of the screen, you see the overall operation status:
Online: Number of agents available for service (green)
On Break: Number of agents on pause (yellow)
Exit Notifications: Number of agents who notified exit (blue)
For each agent, the following are shown:
Visual indicator of availability (green dot: online, yellow: on break)
Service proportion ( TOTAL/IN SERVICE)
Notices about the agent's breaks or exits
Available Actions
Next to each agent there is an actions button (
) that allows to close the service day.
Figure 5: Available Actions.
Figure 6: Services Tab.
The Services tab displays all active services at the moment, organized in a detailed table.
At the top of the tab, counters by status are displayed:
In service: Number of services in progress (green)
Waiting: Number of customers in the waiting queue (yellow)
Transferred: Number of transferred services (purple)
The services table contains the following columns:
Unique service number followed by the name of the responsible agent
Department to which the service was directed
Current duration of the service in minutes and seconds
Customer data captured (example: NAME, CPF, etc.)
Button with the options to Chat and Transfer.
Figure 7: Search Field.
At the top of the Services tab there is a search field that allows searching for:
Additional Information (Name, CPF/CNPJ, etc.)
Type the desired term to quickly filter the services.
Actions on Services
Figure 7: Available Actions on the Service.
By clicking the actions button (three dots) on each service, you can:
Chat: View the full conversation of the service
Transfer: Transfer the service to another agent or department
Figure 9: Simple Filter.
The filter button (
) is available both on the main screen and on the tabs Agents and Services, it allows refining the view by:
Department: Filter by specific departments
Service Groups: Select specific groups
Channel: Filter by source channel (WhatsApp, Facebook, etc.)
Users: View only services from specific users
How to use:
Select the desired criteria
Or click Cancel to close without applying
Advanced Filters (in the Services tab)
Figure 10: Advanced Filters.
In the Services tab, the Advanced filters button offers additional options:
Available fields:
Contact Form Key: Filter by specific information captured in the form
Additional Information: Filter by data added during the service
Open Services by Department
Figure 11: Open Services by Department.
In the central area, there is a listing of open services organized by department:
Listing Structure
Each department displays:
Number of open services (blue circle)
Number of waiting services (orange circle)
Total number of services (black circle)
This view allows you to quickly identify which departments have a higher volume of services and where reinforcement may be needed.
Figure 12: Paused Button.
In the upper right corner, there are two buttons that allow:
1 - 
/
Resume/Pause automatic data refresh - Useful when you need to analyze static information.
Click again to resume real-time refresh
2 - 
Manual Refresh - Forces manual data refresh.
How It Works in Practice
Real-Time Monitoring
Scenario 1: Identify Overload
The supervisor accesses Queue Control and observes:
15 services waiting in the department Other matters
TME (Average Waiting Time) at 5m 30s
Only 3 agents online in this department
Action: Requests agents from other departments to assist or activates agents on break.
Scenario 2: Evaluate Individual Performance
The manager sees in the Agents tab:
Agent A: 41 services / 3 in progress
Agent B: 26 services / 0 in progress (on pause for 19 minutes)
Agent C: 35 services / 2 in progress
Action: Conversation with Agent B about the prolonged break.
Scenario 3: Analyze Quality
The coordinator checks the indicators:
TSAv (Satisfaction Rate): 83.17%
TSPQC (First Contact Resolution): 98.6%
TAv (Evaluation Rate): 38.28%
Action: Creates a campaign to increase the evaluation rate and maintains actions that generate high satisfaction.
Queue Control is especially useful for:
Real-time management - supervisors and coordinators who need to monitor the operation minute by minute and make quick decisions.
Load balancing - identify bottlenecks and redistribute services or mobilize staff according to demand.
Performance evaluation - monitor individual and collective productivity through objective metrics.
SLA assurance - monitor waiting and service times to meet service level agreements.
Training identification - detect agents with difficulties through high TMAs or low completion rates.
Scheduling planning - analyze peak times and properly size the team.
Quick interventions - transfer stuck services, assist overloaded agents or take on critical cases.
Quality analysis - monitor satisfaction and first contact resolution indicators in real time.
